Customer Success Manager

Pinpoint

  • London
  • Permanent
  • Full-time
  • 7 days ago
Customer Success ManagerDepartment: Customer SuccessEmployment Type: Full TimeLocation: United KingdomReporting To: Head of Customer SuccessDescriptionHi 👋 I'm Alex, Head of UK Customer Success at Pinpoint.We're a high-growth, HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, strong product-market fit, and happy customers.Our rapid growth has brought exciting new challenges. Last year, we won 4 of our 10 largest customers, with Q2 ACV up 93% year-over-year. As we bring on more complex clients, we're looking for an experienced Customer Success Manager to help us scale.This is a high-impact, hands-on role where you'll own a book of business worth ~£1.5-2M, balancing proactive, tech-driven engagement with in-person relationship building when it counts. Your North Star will be Net Revenue Retention - retaining customers, ensuring adoption, and uncovering opportunities for upsell and expansion. If you're commercially minded, entrepreneurial, and thrive in a fast-paced SaaS environment, this is your chance to make a real mark.The fine print (but way more exciting):
  • This remote role is based in the UK, home to our HQ, with up to 20% travel. Our team is spread across the UK and US, with an evenly split customer base in both regions.
  • We set the bar high for customer success. Our
and reviews show that clients consistently rave about our support and success teams-one of our biggest differentiators. * Our product evolves rapidly. With monthly releases and high flexibility, you'll need to stay adaptable and continually learn to support unique client needs.
  • You'll manage 40+ enterprise customers (1.5m BoB) working closely with the support team to drive satisfaction and success.
  • Our
shape who we are and how we work. We're excited to meet candidates who will bring these values to life in their work.About the Role:
  • Own commercial outcomes across your portfolio - driving Net Revenue Retention (NRR) by retaining customers, mitigating risk, and proactively leading upsell and expansion opportunities
  • Build and manage stakeholder relationships across accounts, ensuring high sentiment and advocacy that support renewal and growth
  • Partner with clients to define success metrics and create tailored success plans aligned with their business goals
  • Confidently lead upsell/expansion conversations - shaping opportunities, and building business cases to close incremental revenue
  • Act as the voice of the customer internally, providing insights and feedback to Sales, Product, Engineering, and Support
  • Track and analyze customer health metrics, turning insights into action to reduce risk and maximize growth
  • Balance strategic planning with day-to-day problem-solving, staying close to customer challenges and opportunities
Tech Stack: Google Workplace, Notion, Slack, Zoom, Hubspot, Intercom, Linear, Guru.About You:
  • 3+ years in Customer Success with a proven track record of driving renewals, upsell, and expansion in B2B SaaS (ideally managing a >£1M portfolio)
  • Strong preference for experience in an early-stage startup or high-growth SaaS environment
  • Commercially sharp - comfortable building business cases, and shaping opportunities
  • Entrepreneurial mindset - proactive, creative, and comfortable in a fast-changing startup environment
  • High ownership - you run your portfolio like it's your own business and bring forward ideas, not just problems
  • Calm under pressure and skilled at juggling multiple accounts at different lifecycle stages
  • Data-driven - you analyze customer health metrics, spot trends, and turn insights into strategy
  • Background in HR tech / recruiting tech OR direct recruiting experience (agency or in-house) is a plus
  • Based in the UK with work authorization and the ability to travel up to 20% of the time for on-site client visits
What We Offer:We want Pinpoint to be the best place you've ever worked-somewhere you feel valued, supported, and excited to grow. Here's what you'll get:
  • 🩺 Gold-plated healthcare - The best medical, dental, and optical coverage money can buy. We've got you (and your family) covered
  • 🏝️ Unlimited holidays - Work-life balance matters. Take the time you need to rest, recharge, and enjoy life
  • 🧠 Mental health support - Unlimited, immediate access to professional counseling through Spill-because your well-being comes first
  • 💰 Retirement matching - A competitive plan to help you hit your long-term financial goals
  • 🌍 Remote-first culture - Work where you're most productive. As a remote-first team, we prioritize flexibility and trust
  • 📈 Meaningful equity - You're helping build something special, and you should share in its success
  • 👶 Generous parental leave - Up to 16 weeks of fully paid leave to support new parents
  • 📚 Learning budget - Annual funds for courses, books, or anything else that fuels your personal and professional growth
  • 💻 Top-of-the-line equipment - MacBook Pro, 4K monitors, and all the right tools to do your best work
  • 🤝 A team that's got your back - Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow
A detailed overview of our benefits can be found .

Pinpoint